Reana Steyn, Head Ombud at the National Financial Ombud Scheme (NFO)
Commemorating the First 100 Days of the National Financial Ombud Scheme (NFO), Head Ombud, Reana Steyn took the opportunity to reflect on the newly-formed organisation’s significant achievements in this short space of time.
“This milestone serves as more than just a measure of time; it represents the dedication, passion, and hard work of our exceptional staff, who managed the transition of our business operations from four separate entities, into one new combined scheme, without missing a step.”
“In just a few short months, through the contributions of each team member, we have established a solid foundation that prioritises our participants, consumers and employees alike. In constant pursuit of excellence, we have made significant improvements in the day-to-day operations, statistical reporting and creating awareness of the office, ensuring that we are able to receive, capture, investigate and resolve more complaints, as well as respond to thousands of enquiries and calls,” Steyn continues.
Reiterating the NFO’s commitment to ‘putting our consumers first’, Steyn emphasised the importance of the ability of the new scheme to tailor its services, to ensure that the NFO exceeds expectations. “Achieving improved levels of customer satisfaction is fundamental to delivering value to our stakeholders and a requirement set by the NFO Board of Directors.”
OUR NUMBERS:
In the period from 1 March to 31 July:
- We received 56 107 calls
- Opened 17 845 cases
- Closed 12 831 cases
- Responded to 4168 emails from the public on issues unrelated to complaints that the NFO could investigate
- Facilitated refunds to consumers of R30 667 344
“We are satisfied with the results, confirming that our decision to amalgamate the four schemes into one, was the best one. Our first 100 days are testament to what can be achieved through collaboration, dedication, and a focus on excellence,” Steyn concludes.
“We are incredibly grateful to everyone who has been part of the journey thus far. Each challenge we’ve faced has strengthened our resolve and provided invaluable lessons. Together, we are paving the way for future growth and continuous improvement, with a clear vision to set world-class benchmarks in our industry.’
ENDS
